Terrible service experience from the complaints department

I am extremely disappointed at how the agent in the complaints department handled my complaint. Her name was Courtney, who refused to give me her surname. I was charged an international fee of over R200 for paying by card for Airbnb which other banks don’t charge such a high amount. When I ask how I should know if it will be an international payment she simply just said I must discern. I asked if I should refrain from using my discovery card for payments and she basically said it’s my choice with no care whatsoever. I suggested that the bank should use a pop up same as they do with RTC payment fees, she then said I must always consult my fee guide every time I make a transaction. When I asked to speak to a senior manager she said she is the highest manager and referred me to the Ombudsman. This was the worst service experience I have ever had and in fact quite disrespectful. It’s not about the money but how you empathise with clients and acknowledge process gaps and take on suggestion. That is the function of the complaints department. Not to be condescending to clients.